From forecast to SLA-billed invoice in one connected loop
Contact Center Workforce Management converts call-volume forecasts into schedules, tracks live agent adherence, and automatically measures SLA performance to adjust client invoices — closing the loop that competing apps split across separate workforce and billing modules.
The problem
Contact centers and BPOs juggle two disconnected disciplines: staffing the right number of skilled agents for every interval, and billing clients accurately against SLA penalty and credit clauses. Supervisors forecast and schedule in one tool, then finance re-keys adherence data by hand into billing calculations at period close — a slow handoff that risks both SLA breaches and invoice disputes.
The solution
Contact Center Workforce Management closes the loop end to end inside Odoo: Erlang-C forecasting drives skill- and leave-aware scheduling, live adherence tracking feeds directly into SLA measurement, and a reviewed billing period turns that measurement straight into a client invoice adjustment — with no re-keying between operations and finance.
Everything a BPO needs between forecast and invoice
Every capability below is implemented in the module.
Erlang-C Forecasting
Convert forecasted call volume into the exact number of agents required per interval, with reusable seasonal and growth templates for recurring planning cycles.
Skill & Leave-Aware Scheduling
Auto-generate shift assignments that respect agent skills, availability, and approved HR leave, with automatic conflict detection flagging double-bookings.
Live Agent Status Board
A kanban and list view of real-time agent state — logged in, in call, on break, or in a shrinkage reason — alongside each agent’s current adherence rate.
Schedule Adherence Tracking
Measure actual worked minutes against contracted and scheduled minutes per agent — the operational input that every downstream SLA calculation relies on.
Shrinkage & Absence Tracking
Categorize planned versus actual shrinkage — vacation, training, unplanned absence — so forecasts and staffing plans stay honest.
What-If Scenario Comparison
Clone any workforce plan into a scenario and compare staffing levels and cost outcomes side by side before committing to a schedule.
SLA Clause & Measurement Engine
Define contractual performance targets per client contract, then auto-populate each measurement straight from adherence data — no re-keying between operations and finance.
Reviewed Penalty & Credit Billing
Close a billing period and let the module compute gross amount, SLA penalties, service credits, and minimum-commitment true-up — with a mandatory review-and-approve step before any invoice adjustment posts.
Client Self-Service Portal
Give each BPO client a read-only portal to view their own contracts, SLA measurements, and billing periods — no backend access required.
How it works
Forecast
Enter or import call volumes; the Erlang-C engine calculates required headcount for every interval.
Schedule
Auto-generate skill- and leave-aware shifts that cover every forecasted interval, with conflicts flagged automatically.
Track
Agents report real-time status while adherence is measured against scheduled and contracted minutes.
Bill
Close the billing period: SLA measurements and invoice adjustments are generated for manager review and approval.
Frequently asked
No sales fog. If your question isn't here, email us and we'll answer it the same way.
Yes. Competing apps sell workforce scheduling and SLA billing as two separate purchases that still need manual data transfer between them. This module ships both disciplines in one connected flow, so adherence data generated during scheduling feeds SLA measurement and billing automatically.
Buy it on the Odoo App Store
Purchase, download and install directly from the official Odoo Apps Store — you'll always get the latest supported build.
Contact Center Workforce Management
Erlang-C forecasting, skill- and leave-aware scheduling, live adherence tracking and what-if scenarios — with SLA performance turned into reviewed client penalty and credit billing.
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